CX technology provider Content Guru published new findings revealing more widespread adoption of AI and AI knowledge in the CX landscape.
The research, which was carried out at the Call & Contact Centre Expo London 2024, highlighted that 98 percent of respondents either plan to – or are already using – AI capabilities in their current roles. Of note, 70 percent of CX leaders already use AI in their roles, with an additional 28 percent planning to adopt it in the near future. At the same time, just two percent will not use AI at all.
The report also noted that – just two years after the launch of ChatGPT – 67 percent view AI as “fairly” or “very” important.
Similarly, AI technological awareness in CX continues to rise, with 66 percent viewing themselves as “informed” or “very informed,” and just two percent of professionals indicating they are “uninformed” or “very uninformed.”
“AI is no longer just an interesting possibility – it’s a strategic necessity for today’s CX leaders, who are charged with delivering a hyper-personalized customer experience alongside unprecedented workforce productivity gains,” said Content Guru co-founder and deputy CEO, Martin Taylor. “Many analysts predicted widespread hesitancy for AI adoption in CX, painting a picture of an industry passively awaiting the impact of AI. Instead, this research spotlights a dynamic sector architecting its own transformation through AI tools and knowledge. In just two years since the release of ChatGPT, almost all CX leaders now use or are planning to use AI, and confidently identify themselves as informed.”
Data points represented insight from 60 CX industry professionals, surveyed at the event by Content Guru.
